Summary
The Application and Service Specialist role is to provide support to the company's distributor partners and it's corresponding direct customers (primarily hospitals and laboratories) for the Blood Gas and Hemostasis Business Units. This position focuses primarily on application support (approximately 80% of the role), ensuring optimal utilization and performance of our diagnostic solutions. Additionally, the role includes basic technical service support (approximately 20%) to address routine issues and maintain system functionality.
Responsibilities
Key Accountabilities
Application Support (80%):
- Provide expert application support to customers and distributors via phone, email, and on-site visits.
- Conduct product demonstrations and training sessions on the proper usage and application of the Blood Gas and Hemostasis systems.
- Troubleshoot application-related issues and provide effective solutions.
- Design and implement application resources, training modules or programs, to ensure user proficiency and customer product knowledge.
- Collaborate with sales and marketing teams to support any related product events, activities, and/or promotions.
Technical Service Support (20%):
- Perform basic technical troubleshooting and preventive maintenance of Blood Gas and Hemostasis systems.
- Assist with the instrument installations and possible system upgrades.
Networking / Key Relationships
Internal:
- PH Consultant:
- Working closely and alongside the PH Consultant to achieve the common goals for the company, customers and distributor partners.
- Service/Technical Support Team:
- Working closely, ensuring the optimal performance of our instruments.
- Marketing Team & Senior Application Specialists:
- Working closely for further application support, receiving product updates, application protocols, other relevant notices, and information.
External:
- Direct Customer/End Users
- Provide training and troubleshooting support, instrument hands-on assistance.
- Establish a good, loyal relationship and ensure customer satisfaction.
- Distribution Partners
- Collaboration and working closely to provide better servicing and support to our customers.
- Collaboration during the sales cycle: pre-sales support, product demonstrations, and technical expertise.
Qualifications
Minimum Knowledge & Experience Required for the Position:
- Bachelor's degree of Allied Science, with a major in Medical Technology.
- With proven experience in a laboratory setting, preferably with exposure in using blood gas and/or hemostasis analyzers.
- Strong understanding of clinical laboratory practices and procedures.
- With good analytical skills that help in addressing the troubleshooting concern.
- Has been part of the IVD company as Product and Application Specialist for more that 5 years is a competitive advantage.
- Can work independently and as part of a team.
- Has the willingness to travel most of the time both nationally and internationally.
- Proficiency in Microsoft Offices and with a valid Philippine passport.
- Comfortable in using English as part of regular mode of written and oral communication.
Skills & Capabilities:
The ideal candidate for this position will exhibit the following core competencies:
- Ability to work independently to assigned projects
- Excellent oral and written communication skills
- Customer focus
- Presentation skills
- Autonomous
- Creativity
- Organizational skills
- Effective team-player
Travel requirements: Approximately 50% of the travelling time.
